Privacy Policy
Terms of Use
1. Introduction
Welcome to aiia. These Terms of Use ("Terms") govern your access to and use of our enterprise resource planning (ERP) services. By using aiia's services, you agree to comply with these Terms, which outline your rights and responsibilities as well as those of aiia in relation to the ERP system provided.
2. User Access and Management
aiia manages user accounts on the ERP system, ensuring access and functionality are in line with your subscription plan. We provide unlimited ticketing support for any written communication, including emails, chat, and support tickets.
3. Subscription and Payment
- Subscription Plans: Our ERP services are available through various subscription plans based on the number of users and service levels required.
- Payment Terms: Payments are due according to the billing cycle specified in your subscription agreement. Late payments may result in suspension or termination of service.
- Modifications: aiia reserves the right to alter subscription plans, pricing, and payment terms with prior notice provided. Active users will only be subject to a maximum 7% inflation rate per user.
4. User Responsibilities
- Account Security: You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account.
- Compliance: You agree to use the service in compliance with all applicable laws and regulations.
- Prohibited Activities: The use of the service for illegal purposes, distribution of malicious software, or infringement of intellectual property rights is strictly prohibited.
5. Service Description
Our services include the provision and management of ERP systems, which features a wide array of modules. aiia offers ERP solutions based on a comprehensive open-source platforms. You can access our services through the following hosting options:
- Company Cloud: Hosting provided and managed by aiia on our cloud infrastructure.
- Shared Hosting: Hosting on a server of your choice, with management and support provided by aiia.
- Client’s Premise: Deployment at your location, with aiia responsible for configuration and maintenance.
6. Support Services
aiia provides unlimited ticketing support for all forms of written communication related to the ERP system. Support is available during standard business hours unless otherwise stated in your subscription agreement.
7. Data Privacy and Security
- Data Handling: aiia manages your data in accordance with our Privacy Policy. We implement security measures to protect your data but cannot guarantee absolute security.
- Data Ownership: You retain ownership of your data. aiia may use your data solely for the purpose of providing and improving the ERP services.
8. Intellectual Property
- Ownership: All intellectual property rights related to the ERP system, including its code and modules, are owned by their respective rights holders. aiia is authorized to use and offer access to this platform as part of our services.
- Restrictions: You may not copy, modify, distribute, or reverse engineer the ERP system or any part of it without express permission.
9. Termination
- Termination by aiia: aiia may terminate or suspend your access to the service if you breach these Terms or fail to meet payment obligations.
- Termination by You: You may terminate your subscription by providing written notice. Termination will be effective at the end of the current billing cycle.
10. Limitation of Liability
To the maximum extent permitted by law, aiia is not liable for any indirect, incidental, consequential, or punitive damages arising from your use of the service. Our liability is limited to the amount paid by you for the service in the twelve (12) months preceding any claim.
11. Changes to Terms
aiia reserves the right to update these Terms at any time. Significant changes will be communicated to you, and continued use of the service constitutes acceptance of the revised Terms.
12. Governing Law
These Terms are governed by and construed in accordance with the laws of United Arab Emirates, without regard to its conflict of laws principles.
13. Dispute Resolution
Any disputes arising out of or related to these Terms or the use of the service will be resolved through binding arbitration
14. Contact Information
For any questions or concerns regarding these Terms or our services, please contact us at:
aiia io
United Arab Emirates, Dubai
Partnerships@aiia.io
15. Miscellaneous
- Entire Agreement: These Terms constitute the entire agreement between you and aiia regarding the use of our services, superseding any prior agreements.
- Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in effect.
- Waiver: aiia’s failure to enforce any provision of these Terms does not constitute a waiver of that provision.
By using our services, you confirm that you have read, understood, and agree to these Terms.
Cloud Hosting
Service Level Agreement
Databases are Sharedly Hosted (S.H) on cloud, enjoy the following service at all times.
Uptime - 99.9%
Customer databases are hosted in the chosen region: europe, americas, asia-pacific, middle-east-and-northern-asia or oceania (see Privacy Policy for more info)
Each customer database is replicated in real-time on redundant storage located in the same data center
We work with different hosting providers worldwide that always deliver at least 99.9% uptime guarantee, so we guarantee 99.9% uptime on a monthly basis (3 nines, excluding planned maintenance)*
99.9% uptime monthly = maximum unplanned downtime of 45 min/month.
We usually deliver much better uptime than this (100% most months), as our providers always deliver a much better uptime than their SLA too.
* these metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions or customizations.
Planned maintenance operations happen infrequently, typically once every couple of months, generally last less than 1 hour, and are scheduled outside of business hours in the region where the maintenance is taking place. They are announced by email.
High Availability
Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, network and cooling
Each customer database is replicated in real-time on redundant storage located in the same data center, so a failover can happen quickly in case of hardware failure, with no data loss.
Backups & Disaster Recovery
14 full backups for at least 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3+ months (view simulation of snapshots).
Backups replicated on at least 3 different machines in different data centers in the MiddleEast and Americas, with a fourth frozen copy in an immutable cold storage. It is not possible to choose or restrict the regions where backups are replicated.
Users can download manual backups of their live data at any time
For a permanent disaster impacting one server only, our Disaster Recovery Plan has the following metrics:RPO (Recovery Point Objective) = 1 hour, i.e. you can lose 1 hour of work max, but in general it will be less than 5 minutes
RTO (Recovery Time Objective) = 6 hours, i.e the service should be back online within 6 hours (Standby promotion time + DNS propagation time included)
For data center disasters (one entire data center is completely and permanently down), our Disaster Recovery Plan has these metrics:RPO (Recovery Point Objective) = 24h, i.e. you can lose maximum 24h of work if the data cannot be recovered and we need to restore the last daily backup
RTO (Recovery Time Objective) = 24h, i.e. the service will be restored from the backup within 24 hours in a different data center
Security
The safety of your data is very important to us, and we design our systems and procedures to guarantee it.
You can learn more about it on our Security page. Here are some highlights:
SSL - All web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit modulus SSL certificate), and running behind Grade A SSL stacks. All our certificates chains are using SHA-2 already.
Reliable Platform - Servers with full hardware guarantee, redundant data storage, network and electrical supplies
Passwords - Customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds)
Safe Systems - Our servers are running recent Linux distribution with up-to-date security patches, with firewall and intrusion counter-measures (not disclosed for obvious reasons)
Isolation - Client data stored in dedicated databases - no sharing of data between clients, no access possible from one database to another
Privacy Policy
- Information Collection
aiia may collect certain personal information from its users during their interactions with the website or utilizing the Company's services. This information may include but is not limited to:
- Full Name
- Email Address
- IP Address
- Geographic Location
- Browser Type
- Device Information
- Usage Patterns
- Information Usage
The Company may use the collected information for various purposes, including but not limited to:
- Providing and personalizing the services
- Improving user experience
- Communicating with users
- Conducting research and analysis
- Enforcing terms and conditions
- Protecting against illegal activity
- Complying with legal obligations
- Information Sharing
The Company understands the importance of maintaining the privacy of users' personal information. It does not sell, trade, or rent such information to third parties. However, the Company may share certain information in the following circumstances:
- With trusted third-party service providers, strictly for the purpose of providing the requested services
- When required by law or to comply with a legal process
- In case of a merger, acquisition, or sale of company assets
- If necessary to protect the rights, safety, or property of the Company, its users, or the public
- Cookies
The Company uses cookies, which are small text files stored on a user's device, to ensure a seamless user experience and analyze website usage. By using the Company's website, users consent to the placement of cookies on their device. Users can choose to disable cookies in their browser settings, but this may affect certain functionality.
- Third-Party Links
The website may contain links to third-party websites. The Company is not responsible for the privacy practices or the content of such websites. Users are encouraged to review the privacy policies of these third-party sites before providing any personal information.
- Data Security
The Company implements appropriate security measures to safeguard the personal information collected from users. However, no method of transmission over the internet or electronic storage is completely secure. The Company cannot guarantee absolute security of data and cannot be held liable for unauthorized access or disclosure.
- Children's Privacy
The Company's services are not intended for children under the age of 13. It does not knowingly collect personal information from children. If a parent or guardian becomes aware that their child has provided personal information, they should contact the Company immediately. The Company will take steps to remove such information from its records.
If you have any questions or concerns regarding this Privacy Policy, please contact us using the provided contact information on our website or through the designated communication channels.